POSITION DESCRIPTION:

Provide consultative, technical and informational support and services to the user community to ensure problem resolution, system/data access, and optimal system performance. Assist users in utilizing applications and software packages and their features. Act as a liaison between faculty, staff, students and information systems resources and staff. Service Desk support includes file servers, Email servers, Blackboard, SAP, VPN, CQ, SharePoint, application and software/hardware support of both PCs and MACs. Assess type and severity of problems, providing moderately complex troubleshooting, and/or forwarding request to the appropriate personnel or vendor for resolution.

DUTIES AND RESPONSIBILITIES:

1. Develop and provide training for Service Desk staff
2. Demonstrate an in depth understanding of ITIL Service Desk operations
3. Monitor phone calls and review incidents for quality assurance purposes and training opportunities
4. Staff scheduling
5. Represent Service Desk in meetings regarding new service offerings and support
6. Create customer surveys and review feedback for improvement opportunities
7. Participate in staff hiring process
8. Provide daily operational support for Service Desk staff
9. Receive incoming phone calls/emails from Faculty, Staff, Emeriti, Alumni, and Students regarding computer and business related issues, including wireless configuration, data and voice communication issues, navigating software (i.e. Office Suite), for P.C. and Mac users.
10. Provide directory assistance for the university.
11. Assist Prospective Students and Parent/Friend "non-affiliates" with online navigation and password related issues.
12. Triaging issues reported by users to determine the root cause and possible solution.
13. Assisting with email issues and configurations for Faculty, Staff, Emeriti, Alumni and Students.
14. Provide 1st level support or assistance with Core UC applications, i.e. Blackboard, One Stop, Degree Audit,
15. Advisors Toolbox, Online Apply, SAP (UCFlex), SharePoint and other applications both homegrown and purchased.
16. Must have knowledge of the following technologies and Applications: Antivirus/Malware software, wireless configuration, mobile devices, VPN configuration, Exchange Email, and Windows XP-8.
17. Accurately documenting all issues received via phone and email in the ticketing system for data collection and the creation of metrics to measure and improve performance.
18. Assessment of type and severity of problems, providing moderately complex troubleshooting, and/or forwarding request to the appropriate personnel or vendor for resolution.

MINIMUM QUALIFICATIONS: Associate's Degree in Computer Science or a related field or an equivalent combination of education and experience and six months of high volume Help Desk support. Candidate must have excellent verbal and written communication skills, prior experience providing support for Windows and Macintosh OS, strong troubleshooting skills, and the ability to work well in a team-oriented environment and place a high level of importance

This position will be a professional position paid at an hourly rate.

The University of Cincinnati, as a multi-national and culturally diverse university, is committed to providing an inclusive, equitable and diverse place of learning and employment. As part of a complete job application you will be asked to include a Contribution to Diversity and Inclusion statement.

The University of Cincinnati is an Affirmative Action / Equal Opportunity Employer / M / F / Veteran / Disabled.

REQ: 21781

SF:OMJ SF:OOD SF:VA SF:INS

Nearest Major Market: Cincinnati
Job Segment: Technician, Developer, ERP, Network, Help Desk, Technology



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